Simple upgrades for the manufacturer developed into a comprehensive partnership.
CUSTOMER SINCE: 2015
DESCRIPTION: Global Appliance Manufacturer
INITIAL INQUIRY: Equipment Upgrades
SERVICES:
PRODUCTS:
- Barcode Scanners
- Tablets
- Printers
- Unified Endpoint Management (UEM) Software
- Terminal Emulation Software
THE PROBLEM
One of the world's largest appliance manufacturers — supplying kitchen and laundry appliances for both home and professional use — has had a reputation for quality craftsmanship and reliable, on-time orders for over 100 years. The company has achieved this through constant innovation and adoption of new technologies to improve its operations.
In 2013, the appliance manufacturer began its relationship with us in its search for a mobile managed services provider to upgrade the barcode scanners and printers used in its picking operations. The purchase and deployment of the devices were seamless, and both parties were content.
However, after a few years of wear and tear, equipment issues started to occur. While the devices were still covered under warranty by the manufacturer, they moved slowly to fix and replace them, sometimes taking more than a week to return devices and often sending equipment that was improperly configured. This led to significant downtime, inefficiencies and delays in production and shipping.
THE SOLUTION
To combat workflow obstacles, the appliance manufacturer engaged TRG to overhaul its break-fix program. We began repairing and replacing equipment in half the time - and configuring the devices correctly straight out of the box, allowing them to immediately join the working fleet and further improving operational efficiencies. For units that were out-of-warranty or covered under our in-warranty repair authorizations, we performed the repair ourselves. If the item was in-warranty or we were not authorized, we managed the logistics to and from the OEM. We also provided spares pool management – maintaining and managing a pool of ready-to-ship devices from our state-of-the-art facilities.
Building on the success of the break-fix program improvements, the company then engaged us for additional managed services, as they didn't have the bandwidth or expertise to independently manage their fleet of barcode equipment — companywide, two employees would handle support and service calls for the organization’s fleet of devices. We began providing help desk services, which provided much-needed relief for the company’s already overburdened IT department and allowed them to focus on more strategic initiatives.
We also assisted the company with the creation of golden images. Previously, the appliance maker manually configured each device, which was time-consuming and created avoidable errors. By developing and implementing golden images as pre-configured device templates, we were able to more efficiently manage the company's fleet of devices - ensuring more accurate and timely deployments.
Most recently, we supported the appliance manufacturer with the launch of a new facility. Unfortunately, the opening coincided with the start of the COVID-19 pandemic, which caused significant shipping delays for the company’s new barcode scanners. We were able to provide the company with 30 loaner units in the interim, fulfilling their barcode scanning needs until their new equipment arrived.
Currently, we are implementing a network controller replacement program across all of the company’s locations. This program aims to keep end users off antiquated networks and equipment, improve device performance and increase productivity. As part of this project, we have implemented terminal emulation software at sites with more challenging connectivity issues, which has drastically improved performance and consequently, productivity and device uptime.
THE RESULT
Our relationship with the appliance manufacturer has been nothing short of mutually beneficial since it began in 2013. What started as a simple device upgrade all those years ago has developed into a comprehensive mobile managed services program with an innovative, future-looking roadmap to ensure the organization’s technology fleet is fully functional, properly configured and optimized. In the appliance maker’s eyes, we are not just a vendor; we’ve become an extension of their internal team by ensuring needs are met, problems are solved, and ultimately, overall technology ROI is maximized.
Looking for better results in a mobile managed services provider? Contact TRG today to learn how we can help.
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About TRG
TRG is a global, privately owned managed services provider that manages the full lifecycle of every enterprise endpoint. Our mission is to lead the future of enterprise technology by driving bold endpoint solutions with a success-or-else approach.